I was sold a car unroad worthy

Problems with Kia A/C repair at Lookers, ChesterRather than post a negative review of my experience with Lookers/Kia at Chester, I felt it more appropriate to write directly to you.On 13/07/25 I took my 2014 Kia Sorento in to my local garage to have the aircon regassed. When I collecte the vehicle I was told that there was a gas leak in the rear section of the aircon system (Kia having two sections, front and rear). To support that assertion I was shown the UV enhanced image of the gas leak, in the rear offside wheel arch.The garage staff told me that the repair would have to be undertaken by a Kia dealer, who would be able to obtain ther appropriate parts, and Lookers of Chester was suggeted.I arranged to take the car into Lookers on 14/07/25 and explained what my local garage had found. I was subsequently notified that the car was regassed and ready for collection. I asked if the leak had been fixed and was told that no leak had been found. On the journey back home the aircon appeared to be working.However, the following morning, Tuesday 15th July, the aircon was not functioning.I contacted Lookers and was asked to return the car to them for further examination, which I did.I spoke to one of your engineers and reiterated that my garage had previously found a substantial leak, over the rear o/s wheel arch, that being the reason for bringing the vehicle in. The engineer said he was not aware of that, and there appeared to be no mention of it on the repair report. The car would be repaired at no further charge.I collected the car again on 17th July 2025 and the ac appeared to be working, until the following day, when the a/c again did not work.I returned the car for a third time to Lookers and informed them that the ac was not operational, repeated the recent history and was asked to leave the car with Lookers again. The following day I collected the car, a/c working, and was told by the engineer that the leaking a/c seals had been renewed and that the system was now tested ok with 1Q no leaks. That was Monday 21st July 2025The following day showed the same issue – no aircon.I have not taken the car back for a fourth time to be fixed since then, having lost all confidence in Lookers, in their ability to successfully complete a repair.Since then I have had to use the car windows as its climate control, but given the current weather situation I need to have the aircon fixed.I would be obliged for your comments on the above, and look forward to your suggestion(s) as to my next steps.

We have an ongoing and unresolved issue regarding sub standard levels of customer service relating to our vehicle. We have a documented time line and email chain supporting this and require an email address in order to progress this issue beyond the local dealership (Lookers Kia Chester)please.

I have wrote to you phoned you about complaint ihave also done same with chester e mailed complaint no ans always a promuse from headoffice get back to me nothing

I am writing to make a formal complaint regarding both the vehicle I purchased from your dealership and the way my case has been handled over the past several months.I purchased the vehicle approximately four months ago on a Hire Purchase agreement and paid a £1,250 deposit, in addition to purchasing a two-year warranty and paying a refunable £250 to hold the car . Unfortunately, the vehicle developed a fault within the first 30 days of ownership, which I reported immediately.Since then, the vehicle has remained in your garage for over three months while I have been driving a courtesy vehicle. I appreciate that faults can occur and that repairs sometimes take time. However, my complaint is not only about the vehicle itself but also about the standard of customer service I have received throughout this process.I have found the communication from the dealership to be extremely poor. My emails have often gone unanswered or have taken an unreasonable amount of time to receive a response. More often than not, I have had to chase for updates myself rather than being kept informed. This has left me feeling as though my concerns have been dismissed and that my case has not been treated with the importance it deserves.I also feel that I have repeatedly been given information simply to keep me satisfied rather than being provided with honest and meaningful updates about the progress of the repair. As a customer, this has been incredibly frustrating and has caused me to lose confidence not only in the vehicle but also in the way my concerns have been managed.It was only after I informed the dealership that I wished to formally reject the vehicle that I felt my concerns were finally being acknowledged. I should not have had to reach that stage before my complaint was taken seriously.The experience has caused significant inconvenience and disappointment. I purchased a vehicle expecting reliability and good customer service. Instead, I have spent the majority of my ownership without the vehicle I purchased and have had to continually chase for information and updates.As matters now stand, I have lost all faith in the repair process and no longer have confidence in the vehicle. I have therefore formally requested to reject the vehicle under the Consumer Rights Act 2015.I would appreciate it if Head Office could review how this matter has been handled, investigate the level of customer service I have received, and ensure that my complaint is dealt with promptly and fairly. I also ask that you confirm the next steps regarding my request to reject the vehicle and bring this matter to a satisfactory conclusion.I look forward to receiving your acknowledgement of this complaint and a full written response

Ticket 88837340Created by System on Jun 08, 2026 at 5:57 PM UTCDear Man Koon LamWe are in receipt of your complaint.We are sorry that we have not met your expectations and that you are not happy with our service. By making a complaint, you are giving us the opportunity to investigate and improve our services for you and for everyone. we investigate the issues you have raised, and you will be contacted within 14 days to discuss your complaint.If we are unable to meet this service level agreement, we will contact you again to explain why this is. If following discussions you remain dissatisfied please review the Lookers complaints policy by visiting… https://www.lookers.co.uk/complaints.Please note that if you are acting on behalf of someone else, we will need to be furnished with a valid letter of authority (LOA) or a consent form signed by the individual, which confirms that they give you permission to access any personal data on their behalf.Yours sincerely,Lookers Customer Service & Complaint Resolution Team Lookers Limited Lookers Kia Chester Lookers Kia ChesterDue Date: Jun 11, 2026 at 10:57 AMLocation Name: Lookers Kia ChesterNo follow-up or response to the above complaint made 22 days ago.

We purchased a VW tiguan, picked it up and broke down within 20mins. Gear box sensor issue. I know this is unforseen and just unfortunate. We took it back and was given a courtesy car by Nathan Saunders. Who was very helpful. He said he would get the car fixed. He called up and said he couldn't get it into a garage until the following week.We waited and emailed following Monday for an update from louis devalve our sales person who is extremely unhelpful. He ignored us multiple times. We was then told the car was sent to VW lookers Blackburn. I then called VW Blackburn for an update myself because I was getting nowhere. They told me they didn't have any record of the car nor could they find it which is very concerning.I contacted kia again to who send me proof of transport and managers name to contact called Phillip. He wouldn't speak to me but someone on the phone confirmed the vehicle was there. Still no proof of this.He then told me it would not be seen for another week or 2 at most. This is totally unacceptable as it would be 5 weeks if that's the case. We've only driven the car for 30mins. We're now looking at refusing the car within our rights under the 30 days if not resolved quickly.We have been messed about multiple times and lack of communication. Leaving us to message Nathan (who is helpful) but on Anual leave. Because we get no answers otherwise.We also sold our other vehicle the morning we picked the car up. So now stuck with 0 options becasue we are in a courtesy car of yours. If you could please contact me ASAP in regards to this matter.

I am writing to raise a concern regarding the charges for my vehicle service and MOT carried out at Lookers Chester on 8 June 2026.The booking was made under Booking Number 12923, and the work was subsequently invoiced under Invoice Number 6369834 (Job Number 14056).When I made the booking, I was provided with a quotation of £328 for the service, £49 for the MOT, and £10 for environmental charges, giving a total quoted amount of £387.However, when I collected my vehicle, I was charged £497, which is £110 higher than the quoted amount.I queried the difference with the member of staff at the service desk and was advised that the amount charged reflected Lookers' standard pricing. As I needed to collect my vehicle, I paid the invoice in full. However, I do not believe the difference between the quoted and actual charges was clearly explained.I have been a loyal customer of Lookers and have used Lookers for my vehicle servicing and MOTs for four years. This is the first occasion on which I have experienced a discrepancy between the quoted price and the amount charged.I would therefore appreciate it if this matter could be reviewed and an explanation provided for the pricing difference. I would also respectfully request a refund of the £110 difference between the quoted amount and the amount charged.I look forward to your response and hope this issue can be resolved promptly and amicably.Thank you for your time and assistance.

I bought my kia picanto DB21 CVD from Chester Kia Lookers in March 2025. The touchscreen on my infotainment system is faulty, as my car has only done 13300 miles i wasnt sure if it was covered under warranty or a recall as it is constantly beeping which is very distracting when driving. On Monday 11/05/26 I rang the main Lookers number to check. When I pressed option 5 on the menu it ended the call so i pressed option 2 the service department to speak to someone. I was told I could book it in for an investigation but if it wasn't covered, I'd be liable for a cost of £168 plus repair. I asked if someone could check the if it was covered before I booked it in. The call operator said she would get someone to call me back. As I hadn't heard back, on Thursday 14/05/26, i put a message on the Lookers website detailing the issue. I was contacted the same day by the service department to book the car in for an investigation. I stated the previous conversation and that I needed to know if the cost would be covered or not, as I couldnt afford £168 to give me the cost of a repair/replacement by Lookers. I spoke to Lanie, who was very nice but stated she didnt have any knowledge of warranties, but she would get someone to call me back with the information. As of today 8/06/26 I am still waiting for someone from Lookers to get back to me with the information.

Hi there,Thank you - the details I sent to the Customer Services team are as follows:"I wish to make a formal complaint regarding a service booking made through Kia's online booking system.On Tuesday 26 May 2026, I booked a vehicle service at Lookers Chester using Kia's online booking form, selecting a courtesy car. I subsequently received three confirmation emails confirming the booking.On Saturday 30 May 2026, I travelled approximately 25 minutes to the dealership for my appointment, only to be told that due to a new booking system my service had not actually been booked. I was then informed that the next available appointment is 30 June 2026.I have no issue with waiting until the end of June for the service. My complaint relates to the fact that I received multiple booking confirmations, was given no indication there was a problem, and made a completely unnecessary journey as a result.As a customer, I followed Kia's booking process correctly and had every reason to believe my appointment was valid. It is not my responsibility to check whether Kia's systems are functioning properly.As a result, I have wasted fuel, approximately one hour of my time, and experienced unnecessary inconvenience.Please explain how this occurred and advise what compensation Kia will provide for the fuel costs and inconvenience caused.I look forward to your response."Kind regardsSamantha Flaherty